Frequently asked questions

1. What is the purpose of the inspection?

The purpose of the inspection is to assess the condition of your apartment front entrance door and identify whether any remedial works appear to be required.

The inspection is intended to provide a clear, practical and proportionate assessment of the door as found on the day of inspection. Where remedial works are recommended, we will explain what we consider needs to be done and provide a separate quotation for those works.

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2. Is the inspection invasive?

No. Our standard inspection is a non-invasive visual inspection.

This means that we will inspect the visible parts of the door, frame, seals, hinges, closer, lock, letterbox, gaps, glazing, ironmongery and general condition of the door as far as reasonably possible without dismantling or damaging anything.

A non-invasive inspection does not normally include destructive testing, removing the door leaf, removing the frame, cutting into the door, removing linings, or opening up concealed parts of the construction.

Because the inspection is non-invasive, there may be issues that cannot be identified until repair works begin or until components are removed or adjusted.

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3. Is your inspection a fire risk assessment for the building?

No. Our inspection is limited to the apartment front entrance door that we have been asked to inspect.

It is not a fire risk assessment for the whole building and it does not replace the duties of the responsible person, freeholder, managing agent, fire risk assessor, leaseholder or any other person with legal or contractual responsibilities for fire safety.

Our report relates only to the individual door inspected, as found on the day of inspection, and within the limitations of a non-invasive visual inspection.

 

4. Will I receive a copy of the inspection report?

Yes. You will receive a written inspection report following the inspection.

The report will set out our findings and explain whether, based on our inspection, the door appears satisfactory or whether remedial works are recommended.

You are welcome to show the report to other contractors if you wish. However, the report is prepared for you only. Other contractors must not rely on our report as a substitute for carrying out their own inspection, assessment or professional judgement.

We accept no liability whatsoever to any third party, contractor or other person who relies on our report without our written agreement.

 

5. What happens if remedial works are needed?

Where remedial works are recommended, we will provide you with a quotation setting out the work we propose to carry out.

The quotation will explain the scope of the proposed works and the price. You are under no obligation to accept our quote and you are free to use another contractor if you prefer.

If you would like to discuss the quote, ask questions, or understand why particular works have been recommended, we are more than happy to help.

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6. Do I have to use Fyrdor for the repair works?

No. You are free to use any competent contractor of your choice.

Our inspection report can help you understand what we have found, but any contractor you instruct should satisfy themselves as to the condition of the door and the works required. They should not simply rely on our report without carrying out their own assessment.

 

7. Do I actually have to get the door fixed?

If your apartment front entrance door requires remedial works, then you do need to take the issue seriously.

You may choose how you deal with the problem, and you may choose which contractor to use, but you cannot simply choose to ignore necessary fire-door remedial works. Apartment entrance doors form part of the fire safety arrangements for the building, and leaseholders are generally expected to ensure that their doors are maintained in a suitable condition.

If your door is found to require remedial works, you should arrange for those works to be completed within any timescale required by the management company, fire risk assessor, responsible person, or other relevant party.

 

8. What if additional work is discovered once repairs begin?

Sometimes, additional issues only become apparent once work starts. For example, this may happen when components are removed, seals are taken out, hinges are adjusted, closers are tested, or the door is worked on more closely.

If we identify that additional work is needed, we will do our best to contact you before completing that additional work so that we can explain the issue and agree the next steps.

In most cases, we would not expect any additional costs to be incurred. However, where additional cost may be necessary, we will discuss this with you wherever reasonably possible before proceeding.

There may be limited situations where a minor adjustment or related item is required to complete the agreed work properly and safely. In those circumstances, we will act reasonably and keep you informed.

 

9. When do I need to pay?

Payment is required in advance before any remedial works are undertaken.

This is because we need to purchase materials, arrange labour and, where applicable, pay subcontractors. Once your quote has been accepted and payment has been received, we will arrange the works with you.

Inspection fees are also payable in advance unless agreed otherwise.

 

10. Are your prices subject to VAT?

Fyrdor is not currently VAT registered, so VAT is not currently added to our inspection or remedial works invoices.

However, we are likely to become VAT registered in the future. Once we are VAT registered, VAT will have to be added to our prices where applicable. This is likely to mean that an additional 20% VAT will be added to the cost of inspection and/or remedial works from that point onwards.

Any quotation we provide will confirm whether VAT is chargeable at the time the quotation is issued.

 

11. What happens if you cannot gain access for an inspection?

Inspection fees are non-refundable if we attend site but are unable to gain access at the agreed appointment time.

If we are unable to gain access, we will try to telephone the person who made the booking and give them at least 30 minutes to try to arrange access for us.

If, after that time, we are still unable to gain access, we reserve the right to leave site and retain the full inspection fee.

Where possible, we will try to rearrange the inspection for another day when we are already on site at The Postbox, and in that situation we may be able to do so at no additional charge. However, if a special visit is required to carry out the rearranged inspection, the full inspection price of £65 will be payable in advance.

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12. What happens if you cannot gain access for remedial works?

If we attend site for remedial works but are unable to gain access at the agreed appointment time, an abortive attendance fee of £100 will be payable.

This fee cannot be refunded or waived against a return visit, because we may still have incurred physical costs, including subcontractor attendance costs, travel time, labour allocation and lost appointment time.

If a further visit is required, we will arrange this with you separately.

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13. Do you use subcontractors?

Yes, we may use subcontractors to carry out some or all of the physical remedial works.

However, your contract and point of contact will be with Fyrdor. You do not need to manage the subcontractors directly. Any issues, queries or concerns about the work should be raised with us, and we will deal with them.

We remain responsible for organising the works, communicating with you, and dealing with any issues relating to the work we have agreed to carry out.

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14. Do you guarantee the work?

Yes. We provide a 12-month labour guarantee on workmanship for remedial works carried out by Fyrdor or our subcontractors.

This means that if there is a workmanship issue with the work we have carried out within 12 months, we will return to inspect the issue and, where appropriate, put it right.

The guarantee does not cover damage, misuse, wear and tear, movement of the door or frame, changes in site conditions, failure of existing components that we did not replace, or changes in legislation, standards or guidance after the work has been completed.

Manufacturer warranties may also apply to certain products or components, where applicable.

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15. Can you guarantee that my door will pass the next inspection?

No. We cannot guarantee that your door will pass any future inspection by another contractor, managing agent, fire risk assessor, responsible person or other third party.

This is because fire doors are working items and their condition can change over time. For example:

• timber can move, expand, shrink or swell;

• doors can be damaged by use, impact or attempted forced entry;

• hinges can sag or wear;

• door closers can lose strength, leak or fall out of adjustment;

• seals can become damaged, painted over or displaced;

• gaps can change over time;

• locks, latches and ironmongery can wear;

• residents or third parties may alter the door after works have been completed;

• guidance, standards or interpretation may change.

Our role is to inspect the door as found and, where instructed, carry out the agreed works to the condition of the door at that time.

 

16. Will I receive confirmation of the works completed?

Yes. After we have completed remedial works, we will provide you with a written record explaining:

• what work was carried out;

• what materials or components were used;

• any relevant observations made during the works;

• the condition of the door when we or our contractors left;

• whether any further recommendations remain.

This record is intended to give you clear evidence of the work undertaken and the condition of the door at completion.

 

17. What if R&R or the management company disagree with your report?

Different inspectors and contractors may sometimes take different views, particularly where guidance, standards and practical interpretation are involved.

Our report will set out our own findings based on our inspection of the door as found. We cannot guarantee that R&R, the management company, the freeholder, a fire risk assessor, or another contractor will agree with every point.

However, if a specific error is identified in our inspection report, and we agree that the report is incorrect, we will be happy to issue a corrected inspection report at no additional charge.

Where appropriate, we are also happy to explain the reasoning behind our findings and recommendations.

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18. Will you take photographs?

Where appropriate, we may take photographs before, during and after inspection or remedial works.

Photographs help document the condition of the door, the works carried out, and any issues identified. They may also be included in the inspection report or completion report.

Photographs will be used only for purposes connected with the inspection, quotation, works, record keeping, quality control, or dealing with any query or dispute.

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19. Do I need to arrange access?

Yes. You will need to ensure that we have suitable access to the apartment front door at the agreed appointment time.

In most cases, we will need access to both sides of the door so that we can inspect the door from the communal side and the apartment side. If we cannot access both sides, the inspection may be limited.

If you are not able to attend personally, you may be able to leave keys with the concierge or another authorised person, provided this is permitted by the building arrangements and you are comfortable doing so.

 

20. How long will the inspection take?

The length of the inspection will depend on the condition and complexity of the door, but a proper inspection should not be rushed.

We will inspect the main visible components and record our findings. If a door has multiple issues, unusual features, damage, previous alterations or missing information, it may take longer.

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21. Are you connected to R&R, the management company or the freeholder?

No. Fyrdor is independent.

We are being contacted by leaseholders who want a second, more practical assessment of their apartment front doors. We are not acting for R&R, the management company or the freeholder unless expressly stated otherwise.

The inspection report is provided to you as the customer. It is your decision whether you share it with R&R, the management company, the freeholder, another contractor, or any other person.

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22. What happens after I book?

Once you book an inspection, we will arrange a suitable appointment time or inspection day.

After the inspection, we will prepare and send your report. If remedial works are recommended, we will also provide a separate quotation.

You can then decide whether to instruct us to carry out the works, use another contractor, or discuss the matter further before deciding.

 

23. Who should I contact if I have questions?

Please contact Fyrdor if you have any questions about the inspection, report, quotation or proposed works.

We are happy to discuss the findings with you and explain the options clearly before you decide how to proceed.

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24. Consumer cancellation rights

If you are booking as a consumer, you may have a legal right to cancel your booking within 14 days of the contract being made.

This is sometimes referred to as a “cooling-off period”. It applies to many contracts made online, by email, by telephone, or away from a trader’s business premises.

However, in many cases, customers at The Postbox will want inspections or remedial works carried out urgently, and possibly before the 14-day cancellation period has expired.

If you ask us to carry out an inspection or start remedial works during the 14-day cancellation period, you agree that we may begin providing the service before the cancellation period has ended.

If you cancel after we have started providing the service, we may charge you for the work already carried out and for costs reasonably incurred up to the point of cancellation. This may include inspection time, administration, materials ordered, subcontractor costs, travel, abortive attendance costs, and any other costs we have reasonably incurred in preparing for or carrying out the agreed service.

If the inspection has already been completed and the report has been prepared or issued, the inspection fee will not be refundable.

If remedial works have been fully completed at your request during the cancellation period, you may lose the right to cancel those completed services.

Where possible, we will ask you to confirm expressly, in writing or through the booking process, whether you want us to start the inspection or works before the 14-day cancellation period has expired.